Customer Success Manager

Who are we?

Sanity.io is the fastest, most flexible platform for delivering content to digital devices and products. Our platform is redefining the CMS market and changing the way organizations collaborate and work with content. Our growing community of developers and editors proves we are improving the working lives of people all over the world.

Sanity is trusted by organizations such as Sonos, Burger King, Puma and MIT. That trust is based on our product’s ability to quickly create customized workflows and content models, drive a programmatic approach to content and enable organizations to distribute structured content from a single source of truth.

We believe that you cannot build a great company without a great culture. Read about our values here and join us in building a diverse and inclusive team.

About the role

As one of our initial hires for CS in the US, you will be part of a fast growing team iterating and improving processes that leads to successful long-term relationships with our customers. This includes our post sales activities, creating and maintaining a relationship with enterprise customers, and ensuring repeatable business, growth, and satisfaction.

You are likely to be self-driven, enjoy working in a fast-paced entrepreneurial environment, and enjoy helping customers be successful with their implementation and beyond. You are passionate about content and how technology can unlock value in the content space.

What you will be doing

• Create a healthy relationship with our enterprise clients, understanding their evolving business needs and how Sanity can support them
• Help enterprise clients understand our core product values and how they are best applied within their organization
• Assist with onboarding of new clients onto the Sanity platform while partnering with Solution Engineering
• Be the voice of the customer and articulate their requirements towards our internal departments
• Own gross and net retention within your assigned accounts, partnering with Solution Engineering and Sales which will result in expansion, satisfaction, and high retention.
• Help to iterate and develop new and current processes within the CS function and provide helpful feedback to facilitate change
• Lead QBRs, executive reviews, and coordinate touch points with enterprise customers with the support of Solution Engineering

This may be you

• 3+ years in Customer Success
• Proven experience owning strong gross and net retention rates
• Demonstrated ability to communicate both technical and business concepts
• Drive long-term customer adoption and expansion through scalable onboarding with multiple departments and use cases
• Self-learner and self-starter, able to become a product expert and customer advocate
• Ability to work cross-departmentally with internal teams such as Sales, Solution Engineering, Product, and Support
• Outstanding communication skills, both verbally and in writing
• Strong organization and detail-oriented skills
• Proven interest and knowledge of developer-oriented SaaS tools
• Experience with technology architectures a plus

Our team is already a mix of self-taught and formally educated people. Don’t self-select out!

What we can offer:

• You will be a part of a highly-skilled, inspiring, and supportive team, and work in an environment that encourages long term personal growth
• Positive, flexible, and trust-based work environment in a company with a Nordic culture
• A healthy work-life balance. A balance in life is important to us, and we accommodate flexible work hours that allow for having a healthy work-life balance
• You will be based out of SOMA in San Francisco or remotely with regular visits to San Francisco. You will also have the opportunity to work from our office in Oslo (Norway) from time to time
• Flexible hours and optional home office / remote
• Parental leave and PTO days
• Competitive salary and stock options program

Not sure you meet 100% of our qualifications? Have an untraditional background? Apply anyway!

Apply for the role here!

Sanity.io pledges to be an organization that reflects the globally diverse audience that our product serves. We believe that in addition to hiring the best talent, a diversity of perspectives, ideas, and cultures leads to the creation of better products and services. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.